基于SERVQUAL的非营利性组织服务质量评价模型研究

The Study of the Non-profit Organization Service Quality Evaluation Model based on SERVQUAL

文章首先对营利性和非营利性组织的区别进行阐述,结合SERVQUAL模型本身存在的缺陷,得出起源于营利性组织的SERVQUAL模型用于非营利性组织服务质量评价存在的缺陷,并在此基础上对SERVQUAL的维度和问项进行修正和完善,构建了非营利性组织服务质量评价的指标体系。用重要性—表现映射代替期望和感知差距模型,最终形成一个非营利性组织服务质量评价模型,以期为非营利性组织服务质量评价提供借鉴和参考。

The differences between profit and non-profit organization were carried out firstly,combining with the shortcomings inherent in SERVQUAL model;this paper obtained the shortcomings of the SERVQUAL model which was originated in profit organizations when it was used in the non-profit organization service quality evaluation.Based on this the dimensions and items of SERVQUAL were amended and improved,built the index system of non-profit organization service quality evaluation.With the importance-performance mapping method in place of the expectation-perception gap model,eventually formed a non-profit organization service quality evaluation model,expecting to provide references to the non-profit organization service quality evaluation.